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Professional services leaders say the thing that is most standing in the way of success is fire-fighting mode – getting trapped in a cycle of reactive customer interventions with no time to plan ahead and prevent fires from happening. It can be a hard cycle to get out of. In this session, we’ll look at a certain 90s blockbuster about dinosaurs on the rampage to see what it can tell us about how organizations get stuck in fire-fighting mode and what steps they need to take to better anticipate requirements and break out of it. We’ll examine the role predictability, prioritization, people, and process play in helping PS teams stay ahead of customer needs, scaling headcount and strategies in lockstep with the business so that PS can continue to drive customer satisfaction, referenceability, and advocacy as the customer base grows. Drawing upon the experience of growing and advising a wide variety of PS organizations, we will provide practical tips on how to pivot from reactive to proactive, enabling PS to avoid burnout, project delays, and customer escalations. Tracks: Customer Success, Expand Selling , Managed Services, Professional Services, Service Revenue Generation, Support Services, Technology Solution Session
Publish Date: December 10, 2020
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.